Truworths Online Tracking System - Not working

Truworths online tracking platform - I understand the time of the year and it is busy, but you have to wait several hours for agent to get back to you on whats up. They answer your request unsuccesfully and not what you ask for, and then end the chat. If you want to connect again to get the answer you been waiting for, it all starts again. Since my last request it is now 15 hours later and I am still waiting.